Travel much? If so and you've been to a Best Western Plus, PLEASE do not assume this is similar to others where you have stayed with competent front desk staff or hotel management! Also do not be fooled by the pictures and falsely swayed into thinking that the modern decor and fixtures are up to par! I STILL cannot fathom how the owner was able to finagle and have Causeway Bay's name changed to a nationally recognized and respected name like Best Western Plus. If this hotel's location was the benchmark for the entire chain, it would quickly dismantle any opportunity for hotel growth as it would scare any savvy travelers far away.
My review may be lengthy, but it provides a sound insightful experience that can be referenced with other reviews by those who stayed during the same time period who were not thrilled with their stay. Please look at the OVERALL complaints from others as well who were not satisfied before making a final decision.
Unfortunately, I stayed here with colleagues both in May and June for a business conference outside of the hotel. The proximity of the hotel to the conference location was the primary reason for the selection by the secretary who booked our accommodations. Later, we discovered that NO ONE from our department will book any rooms at this location based on its poor reputation. We truly wish would have been known prior to our stay. (There is another hotel with a familiar name in the area who has both conference rooms and accommodations. I hear it is beautiful and the service is extremely professional.)
Prior to our return from the conference, the secretary was notified to NEVER book any rooms at this location! It would not matter if a serious group discount or even FREE accommodations were offered as part of a package deal to regain our business, we will NEVER stay here again! The potential increased rate would be well worth the professionalism and proper building cleanliness offered by another hotel establishment!
When we stayed in May for three nights, the check-in process was relatively easy. The front desk staff appeared pretty nice even though their lack of professional polished look was most apparent. Immediately upon our arrival, it was apparent that the Air Conditioner (AC) was NOT working in the hallways or in the front desk area. NO one even mentioned it, we had to inquire. We were assured that it was being worked on and it would be back up and running soon. The lobby doors were open creating an extremely humid environment which was worse once on the upper hotel floors. We stepped off the elevator and it was almost difficult to breathe. My co-workers and I dismissed it believing the explanation offered was sufficient. Please note that the AC was NOT fixed during our three night stay.
However, once in my room the AC unit was not functioning properly. Once turned on it became cooler than the hallway. However, it never properly cooled and it was confirmed when my colleague compared the temperature to her room. Additionally, the water in the shower or the sink did not reach hot/warm temperatures. So, the first night and the following morning I took a lukewarm shower, which is not the most comfortable feeling especially when shampooing. I reported this issue to the front desk while attending the business conference. Yet, when I returned to my room NONE of the issues were remedied. I could not tolerate another lukewarm shower. Since the front desk did not answer the phone once I telephoned a few times from my room, I went downstairs. I was offered the opportunity to change rooms which I did after 11 pm and given vouchers for breakfast (since it was not included in our room charge).
The bathrooms were not public restroom dirty, but there was a noticeable lack of overall complete cleanliness that is typical of Best Western Plus hotels. It was not the hotel chain's norm as collected dust was quiet visible on the cabinets, the base of the toilet not fully cleaned or debris along the edges of the shower walls. Dust was present along the tables as well. The room had a stagnant smell even with the AC running. Additionally, the air quality was pretty poor throughout the facility. But there was an even more foul smell in certain areas of the upper level hallways. This odor was present even during the June visit even if the levels of offensiveness varied from one area to another.
Several other guests did make comments on having problems with payment. I believe EACH of those incidents are true even though I have never spoken or messaged them through tripadvisor or otherwise. I hold this belief based on how we were treated when we returned in June. We were treated with extreme disrespect. If we hadn't been out of town and on a business trip we would have NOT booked our room the second time. It is quite apparent and the lack of training is most evident. There was an issue with the form of payment policy. This information changed from three different individuals and this included the manager over group sales and the OWNER. He, the owner, did not conduct himself as a proprietor of any establishment nor did he apologize for the misinformation or misunderstanding. I was appalled. It took over an hour for the matter to be cleared up before we allowed to go to our rooms.
I felt like we dealt with individuals who had just barely obtained their GED versus trained front desk professions as I am accustomed to when traveling. (They were all young girls like immature individuals in high school.) I was informed there is a high turnover rate from a manager, which made a lot of sense with their conduct, the lack of accountability for making a mistake and their willingness to lie in order to prevent potential disciplinary action.
Eventually, one of the group sales managers provided us with restaurant vouchers after I expressed my extreme disappointment. It was a kind gesture that should have been offered upfront and so much more. However, I was appreciative once it was offered even though it was much too late.
The menu is the same for both restaurants. One is located in the bar Valencia with limited items and the other is used for the breakfast. The breakfast is really limited when compared to others. (It would not be worth it if not complimentary.) The staff in both the restaurant and bar area were ALL extremely nice. The was ONLY one person who worked the bar area and was equally responsible for taking orders and picking up items from the kitchen. It was not her fault and we really valued her service despite her being spread thin.
The hotel still needs a lot of work. One cannot simply paint the walls over and move in modern furniture. One has to invest in drywall, new doors (instead of poorly painted over) and brighten the dim light in the hallways.
When we went to the poor area in May, we were told by a guest who had arrived a day or two earlier that it had been shut down for cleaning. She stated there was a huge incident where the pool area had been trashed, things were floating in the pool and the water was a brownish color. We did not feel that it had been sufficiently cleaned due to the appearance, the other problems areas in the hotel and the fact that it was only closed for a few hours. The notion of the pool area being unsanitary was super gross!
I would like to reiterate please Do NOT just read my review, take the time to read other reviews dated 2013 and those responded to by Eric W. Front Office Manager from guests who were not happy with their stay. I never interacted with Eric W. (and he might be a new Front Office manager), but he seems to have responded to several recent reviews. I figure if a Front Office manager is SO CONCERNED about the customers then INTERACT while they are hotel guests and not deliver empty words on tripadvisor!
Those seeking a hotel in the Lansing area please do not waste your time, energy and money at this location under the current hotel management.
- Official Description (provided by the hotel):
- The Causeway Bay Hotels (formally Best Western Plus) Lansing has a Romance Package!The Best Western Plus Lansing is promoting a Romance Package which includes: A Queen Whirlpool Bidet Room, Two Complimentary Dinner Entrees, Two Complimentary Continental Breakfast Tickets, and Late Check out until 2pm. You can also choose a Standard King Room as part of our Romance Package. Come share a weekend getaway with your loved one, or be spontaneous at any time! Our Romance package is available 7 days a week, and our Whirlpool Bidet Rooms are the most unique in Michigan!Call our Reservations Department , and ask for The Romance Package that only The Best Western Plus Lansing can offer! ... more less
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